Customer Success Manager

MELISSA ELLEVEN MANSFIELD

682-***-**** *********@*****.*** www.linkedin.com/in/melissa-mansfield1969 Weatherford, TX USA

PROFESIONAL SUMMARY

I am a highly skilled Nurse and Implementation Specialist with a track record and expertise in healthcare software implementation, configuration management, Customer Success, and training. Proven ability to collaborate with IT teams to design and implement software systems for tracking program metrics, as well as a perfect focus on client needs.

SKILLS

•Client management • Customer Success

•Customer Support • Telephone and email

•Software implementation • Decision-making

•Data migration • Project planning Configuration Management

•Client training •Implementation

• Teamwork and collaboration configuration

•Multitasking • Attention to detail

•Technical troubleshooting • Nursing

•Client education needs • Reporting and documentation

•Excellent communication • Reliability

•Client Focused • EHR experience in multiple platforms

EXPERIENCE

Population Health Program Coordinator/Customer Success Manager

FEB 2024 - AUG 2024 IntraCare, Carrollton, TX

•Collaborated with IT teams to design and implement software systems for tracking program metrics.

•Responded promptly to inquiries from clients regarding their eligibility for specific services or benefits.

•Developed evaluation tools and monitored program progress regularly.

•Provided technical assistance to staff in the implementation of health programs.

•Identified gaps in existing health programs and proposed solutions accordingly.

•Evaluated current processes within assigned area of responsibility and recommended improvements where necessary. • Maintained awareness of advances in medicine, computerized diagnostic and treatment equipment, data processing technology, government regulations, health insurance changes, and financing options.

•Managed change in integrated health care delivery systems, such as work restructuring, technological innovations, and shifts in focus of care.

Implementation Specialist II

MAR 2021 - JUN 2023 Inovalon, Minneapolis, MN

•Facilitating the successful integration and adoption of medical software systems within healthcare facilities

•Installing and configuring medical software applications, ensuring they function correctly on the client's systems

•Conduct training sessions for healthcare staff on how to use the software effectively and efficiently

•Tailored software settings to meet the specific needs of the healthcare facility, such as configuring templates, workflows, and user permissions

•Identifying and resolving technical issues

•Assist with migration of existing patient data information into the new software system, ensuring data integrity and security

•Ensure software implementation complies with relevant healthcare regulations and standards

•Maintain strict confidentiality

Intake Coordinator

JAN 2020 - FEB 2021 Allstar Healthcare, Arlington, TX

•Auditing of all nursing notes and documentation to assure compliance

•Verified and authorized insurance of all types, including Medicare, Medicaid, CHIP (Children's Medicaid), HMO/PPO,

Private insurance

•Followed up on insurance claims

•Intake of all home health and hospice orders

•Accounts receivable/payable

•Authorization and distribution of all home medical equipment

•Maintain strict confidentiality

•Actively participated in team meetings, trainings, and workshops related to patient intake processes.

•Facilitated communication between the referring agency, family members and other stakeholders involved in the process of providing care for clients.

•Completed detailed intake paperwork including assessment forms, clinical notes and other required documents in a timely manner.

•Demonstrated excellent organizational skills when coordinating multiple tasks simultaneously within tight timelines.

Remote Medical Scribe

JUL 2018 - JAN 2020 3M/M*Modal, Franklin, TN

•Accurately documenting/recording patient information, medical history, symptoms and physician interaction in electronic health records (EHR) during infant, youth and adult patient visits

•Assist healthcare providers by retrieving and organizing patient records, lab results and imaging reports

•Transcribing physician dictations and notes into electronic records, ensuring clarity and completeness • Ensure the EHR is up to date and organized to facilitate efficient patient care

•Communicating with healthcare team members as necessary to facilitate care coordination

•Accurate data entry of orders for medications, tests and procedures as directed by the physician

•Maintain strict confidentiality

Remote Customer Success Manager

APR 2017 - JAN 2019 Pier 1 Imports Corporate, Fort Worth, TX

• Provide excellent customer service by addressing inquiries, resolving issues and answering questions via phone, email, or chat

•Proficient in company products to assist customers effectively

•Communicate professionally and empathetically with customers to ensure a positive experience

•Analyze customer concerns and find appropriate solutions and escalate issues as needed

•Maintained knowledge of company products to provide helpful suggestions and recommendations to customers.

•Responded to telephone inquiries and complaints following standard operating procedures.

•Greeted customers by name and displayed a respectful attitude, helping develop rapport with customer base and build lasting relationships.

•Updated and maintained database with accurate customer information and timely data entry.

•Delivered personalized customer service relating to questions and promptly resolved basic problems on customer accounts.

•Assisted with mentoring new employees during and after training.

•Investigated and researched issues to determine root causes and appropriate resolution methods.

•Complied with corporate and regulatory policies regarding information confidentiality and privacy.

•Utilized automated systems to log and retrieve call information.

•Investigated complex problems and provided solutions within established timelines.

•Generated reports on customer feedback for management review.

RN Case Manager

JAN 2009 - FEB 2012 Vitas Innovative Hospice, Fort Worth, TX

•Provide compassionate end-of-life care for infants, youths and adults

•Conduct thorough assessments of patients' physical, emotional and psychosocial needs to develop individualized care plans • Collaborate with the interdisciplinary hospice team, including physicians, nurses, social workers and chaplains to create and update care plans tailored to each patient's condition and preferences

•Administer medications and therapies as needed to manage pain and alleviate symptoms, ensuring patients' comfort

•Educate patients and families about the hospice process, disease progression, and end-of-life care options

•Provide emotional support

•Patient Advocacy

•Maintain strict confidentiality

EDUCATION

Nursing

MAY 2003 Texas Christian University, Ft Worth, TX

Tarrant County College, Ft Worth, TX

Completed coursework towards High School

Joshua High School, Joshua, TX

REFERENCES

References available upon request

VOLUNTEER EXPERIENCE

Sexual Assault Victim Advocate

JAN 2017 - PRESENT The Women's Center, Ft Worth

•Monitored safety plans developed by clients to ensure their physical safety during times of crisis.

•Coordinated follow-up services such as mental health treatment or substance abuse counseling for survivors of sexual assault.

•Attended training and workshops on topics such as trauma-informed care, victim empowerment, and cultural sensitivity.

•Advocated on behalf of victims at court hearings or other proceedings as needed.

•Responded promptly and effectively to crisis calls from victims or their families.

DEGREE

Bachelor of Science in Nursing

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